Call Data action


A Call Data Action selects and sets up attributes for a custom data action configured previously by an administrator in Genesys Cloud. This action retrieves specific attribute about a contact from a CRM database, such as Salesforce. For example, name, address, contact numbers, account number, or account status. This action is available in the Data category of the task editor’s Toolbox. When the flow runs, the data action sends input to a web service and retrieves data back from the web service. The flow then evaluates the data and continues as designed, based on the result of the evaluation. 

Note: The Call Data Action does not evaluate any retrieved data. Flow authors can, in subsequent actions, evaluate data retrieved from this action to determine the flow’s next steps; for example, through Decision or Switch actions.

For more information about creating custom data actions in Genesys Cloud, see About custom actions for integrations.


Name Description
Name field Type a distinctive name for the Call Data Action. The label you enter here becomes the action’s name displayed in the task sequence.
Processing Prompt

Select an audio prompt that plays during longer Call Data Actions. The audio lets callers know that the interaction is experiencing extended processing times. This option confirms for the user that the interaction did not disconnect but is still in progress.

Notes:

  • The prompt must be an audio file. Text-to-speech (TTS) is not supported.
  • This prompt only plays once and does not repeat.
  • The prompt has a one-second initial delay.
  • The prompt plays an audio file of any length and ends when audio completes or after 3 seconds, whichever comes first.
  • The initial delay and three-second playing time are theoretical values. Loading and other factors that affect performance may affect performance.
  • If audio is less than 3 seconds, the system does not repeat audio to meet the 3 second minimum.
  • Best practice recommends an audio file of at least 60 seconds. If historically, your data calls do not take up that amount of time, you do not need to adhere to this recommendation.
Category Select the appropriate category that contains the data action.
Data Action Click the arrow at the end of this list and select the appropriate data action. To narrow the selection, type the first few letters of the appropriate action.
Use the action’s suggested timeout

This timeout determines how long the flow action waits for the integrations service to return a response. Select this check box for the default one-minute timeout for the data action. Remove the check mark and define your own timeout parameters.

Note: If the integration service times out, the result is a failure path exit and not a timeout error. A timeout from the integration service results in a failure path exit, not a timeout error. For example, if the integration service times out before reaching the timeout parameter set in this action, the flow enters the failure path.

hide or show descriptions

Click this link and remove or display the descriptions for each variable type in the Inputs Success Outputs and Failure Output sections.

Inputs

Define the input values the action carries out at runtime. These variables define the expected body of the action request. Depending on how an administrator configures the data action in Genesys Cloud, these options vary and may be optional. The values that appear come from the request schema created for the data action.

Note: Click the arrow next to Inputs and expand or collapse the list of variables.

Success Outputs

Select an existing variable or enter a new variable to assign the data values returned by the integration data action.

Note: Click the arrow next to Success Outputs and expand or collapse the list of variables.

Failure Outputs

Select an existing variable or enter a new variable to assign the failure data values returned by the integration data action. Click the arrow next to Failure Outputs and expand or collapse the list of variables.

Note: The ability to bind variable to Failure Outputs is only available for non-call flow types.



Define success, failure, and output paths

Name Description
Success

This path indicates that the action successfully communicated with its external endpoint and received a result. 

Drag the appropriate action below the Success path to follow the route you want the interaction to take. For example, a screen pop action with contact information, an audio prompt, a transfer to the appropriate representative, or a combination of actions that follow your company's flow design.

Note: An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received was the intended result or functionality.

Failure

This path indicates that there was an error executing the action or there was a problem processing the results from a bridge or data action.  

Drag the appropriate action below the Failure path to direct the route you want the interaction to take. For example, a play audio action to indicate that the action wasn't successful, a transfer action to send the caller to an agent or representative for assistance. 

Note: If the network experiences connectivity issues, the action automatically takes this failure path.

Timeout

This path indicates that the action has exceeded the specified amount of time to execute the action. 

Drag the appropriate action below the Timeout path, such as a transfer action to send the interaction to the main or previous menu, play audio and loop actions to give a caller the opportunity to try again, or a disconnect action to end the interaction.

Note: Actions use either the default timeout or the flow author's specified timeout. If the action times out, the flow follows the route specified below the Timeout path. This feature ensures that the customer does not wait too long for the path to continue. As recommended practice, set the timeout length to not longer than 30 seconds.


Note: For information about how to convert a string value into a typed value in Architect, see Convert a string value to a typed value.